ICT Application Services Manager

1 settimana fa

Milano, Lombardia, Italia Bolton Group A tempo pieno

domain Information & Communication Technology

location_on

Milano, IT

ICT Application Services Manager

We are looking for an ICT Application Services Manager to join our Group ICT Team based in Milan.

How you make the difference

As an ICT Application Services Manager, you ensure high-quality Application Management Services (AMS) by overseeing vendor performance, monitoring SLAs, and aligning with IT and business stakeholders. You optimize AMS through governance, financial oversight, and continuous process improvement. Additionally, you play a critical role in the smooth introduction of new solutions, ensuring they transition seamlessly into AMS operations. Your leadership in these areas strengthens ICT service quality, cost-efficiency, and alignment with business objectives.

How your agenda looks like:

  1. Act as the primary contact for AMS governance, overseeing 3rd-party vendor performance, SLA adherence, and tracking metrics like response times and open ticket volumes.
  2. Schedule and lead regular meetings with AMS providers, functional teams, and BU IT Managers to review performance, discuss open tickets, and align on AMS service standards. You will closely collaborate with the ICT Application team to guarantee the desired AMS SLAs.
  3. Oversee incident escalation and resolution, ensuring issues are addressed within agreed timeframes and preventive measures are implemented to reduce recurrence.
  4. Validate AMS billing accuracy and coordinate with IT Governance to ensure contract compliance and alignment with services provided.
  5. Keep business stakeholders and the ICT Solution Delivery Manager informed on SLA compliance, service levels, and any issues impacting AMS performance.
  6. Drive AMS process improvements, ensure documentation of best practices, and coordinate seamless service transitions for new solutions.

Your team:

You will report directly to our ICT Solution Delivery Manager.
Additionally, you will collaborate with the ICT Application team, the BU IT Managers, the ICT Governance team, and the DEX team.

What makes you a great fit:

  1. Bachelor's degree in Computer Science, Computer Engineering, Management, and/or Economics.
  2. At least 5 years of experience in similar roles and/or in implementing solutions and providing application maintenance services.
  3. Deep knowledge of AMS processes and related Key Performance Indicators.
  4. Proven communication and stakeholder management skills. Ability to interact at all levels with other ICT team members, Business stakeholders, and suppliers in a positive and proactive manner, even in an international context.
  5. Strong analytical thinking and problem-solving skills.
  6. Excellent leadership and influence skills to drive performance reviews and influence both vendors and internal teams to improve service quality and performance.
  7. Strong attention to detail to ensure that service standards are consistently met and contract obligations are fulfilled.
  8. Fluent in Italian & English. Knowledge of any other language (Spanish, French, or German) would be a plus.

What's in for you:

  1. Contract type: Permanent.
  2. Working Hours: Full Time.
  3. Remote Working: Standard business hours with remote working options available.

Curious About Us? Dive In:

About Bolton

Bolton is an Italian family-owned fast-moving consumer goods company with 10,500 people located across 60 offices, 17 production facilities, 10 R&D laboratories, and 14 fishing vessels worldwide. With a diverse portfolio of over 60 quality brands, Bolton has been enriching the lives of millions of people every day for more than 75 years, making their everyday more delicious, more enjoyable, useful, and beautiful.

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